Manager of Intake Services - #1403932

Description

Manager of Intake Services

Department

Administration

Immediate Supervisor

Senior Director of Operations

Positions Supervised

Intake and Scheduling Coordinator

Status

Exempt

Job Summary

Direct supervision and management of Intake and Scheduling coordination staff and daily operations of the Intake department. Manages the Intake Department in order to achieve the goals and objectives of the Strategic Plan through overseeing all aspects of quality, service and financial functions of department served. Manages the organizing, coordinating and controlling the functions of the department as delegated by the Senior Director of Operations. Oversees the professional development of clinical staff and the progress of patients within the programs. Assures adherence to state statutes and rules, CARF standards, and federal regulations including HIPAA and 42 CFR Part 2. Positively represents the organization and promotes Rimrock’s Mission to the community.

Essential Function

Management Responsibilities:

• Organizes and manages Intake policies and procedures to meet short-term and long-range strategic goals.
• Monitors overall progress of services rendered within the Intake Department.
• Oversees gathering of Quality markers and metrics of the Intake Department.
• Actively participates in Risk Management and Quality improvement tasks
• Manages staff timesheets and monitors for overtime.
• Monitors outcomes for internal and external referrals and actively works with outside referral sources to increase Intake business development opportunities.
• Provides ongoing training and support for Intake department staff.
• All other duties as assigned
  
  

Customer Service Responsibilities

• Holds monthly departmental meetings with staff to assure effective communication.
• Evaluates staff performance including direct observation of therapy and develops staff training plans.
• Assures quality of patient care and compliance with all standards and reports results/problems.
• Assists in recruiting and hiring.
• Conduct quarterly reviews of budget with the Senior Director of Operations and stays within the approved budget.
• Assures liaison/communication with referral sources regarding admissions and triage of in-coming and out-going phone calls.
• Models professionalism by addressing others with appropriate actions, appearance and communication.
• Works in a spirit of teamwork and trust and maintains professional boundaries in working with others; accepts responsibility for own behavior.
• Provides timely and thorough follow-up with internal and external customers.
• Serves on committees or process improvement teams to assist in improving quality/customer satisfaction, as assigned.
• Models and promotes effective communication.
  
  

Quality Improvement Responsibilities

• Assures that information is collected, organized, reported and used to improve the quality of systems and services.
• Obtains feedback from patients regarding their perceptions of the service provided to them and utilizes this information to improve service delivery.
• Assures that resources are allocated in accordance with the priorities and plans established by the Strategic Plan.
• Recognizes and appropriately reports to supervisor areas within scope of responsibility that fall outside the quality parameters.
• Performs self-quality monitoring in order to develop and execute plans to meet established goals.
  
  

Organizational Competencies

• Accountability – Takes ownership for resolving problems, reaching goals, and serving patients, team, and organization. Accepts responsibility for own behavior. Assures that resources are allocated in accordance with the priorities of the strategic plan. Performs self-quality monitoring in order to develop and execute plans to meet established goals.
• Time Management – Maximizes the use of time and resources and effectively prioritizes tasks. Completes paperwork, evaluations, and other required documentation accurately and timely.
• Teamwork – Works cooperatively and capably with a wide variety of people. Actively promotes teamwork and information sharing within and across departments. Works in a spirit of teamwork and trust and maintains professional boundaries in working with others.
• Flexibility – Adapts rapidly to changing work demands and priorities.
• Confidentiality – Complies with all HIPAA and 42 C.F.R. Part 2 regulations relating to privacy, security, and confidentiality. Safeguards confidential information of patients, employees, and business operations
• Safety – Knows and understands emergency procedures and completes incident reports within 24 hours of event with detailed information.
• Communication – Consistently uses positive communication skills to promote effective interpersonal relationships. Provides timely and thorough follow-up with internal and external customers. Models professionalism by addressing others with appropriate actions, appearance, and communication. Models and promotes effective written and verbal communication.
• Customer Service – Supports the organization’s customer service initiative. Strives for service excellence by seeking challenges and turning them into opportunities. Anticipates and meets needs of patients while maintaining appropriate boundaries. Displays a friendly, helpful, and approachable demeanor. Obtains feedback from patients regarding their perceptions of the service provided to them and utilizes this information to improve service delivery.
• Respect – Establishes compassionate and supportive rapport with patients. Communicates tactfully and respectfully with patients, coworkers, and others.
• Quality Improvement – Assures that information is collected, organized, reported and used to improve the quality of systems and services. Recognizes and appropriately reports to supervisor areas within scope of responsibility that fall outside the quality parameters. Serves on committees or process improvement teams to assist in improving quality/customer satisfaction, as assigned.
  
  

EDUCATION/TRAINING: Minimum of High School Diploma or equivalent. Minimum of two years experience in a business environment. Insurance billing and claims monitoring experience preferred.

SKILLS: Excellent communication and organization. Demonstrated proficiency in a computerized database or document system as well as office applications. Demonstrate proficiency in Microsoft products including but not limited to Word, Excel and Outlook.

PHYSICAL DEMANDS: Work is indoors in an office environment with moderate noise. Intermittent physical effort involving lifting of up to 25 pounds, walking and stooping is required. A typical workday involves sitting, frequent use of a keyboard, reaching with hands and arms, and talking and hearing, approximately 70% of the time. Approximately 30% or less of the time is spent standing. Normal vision abilities required, including close vision and ability to adjust focus.

WORK ENVIRONMENT/JOB LOCATIONS: Involves everyday risk or discomfort requiring normal safety precautions in an office setting, meeting room and vendor sites. Generally requires concentration and attention to detail. Driving required. Rimrock main and off-site facilities; vendor sites required by assignment.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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Employee Date Supervisor Date